GDIT is seeking a Help Desk Specialist to provide in depth troubleshooting across a wide range of technologies to support the National Institutes of Health (NIH) Center for Information Technology (CIT). This position will support the NIH customers by phone and remote access. The ideal candidate will have strong customer service and communication skills, as well as IT technical expertise. You should have a wide range of skills in computer hardware (laptops, desktops, mobile devices, telecom), software (email, MS Office, O365, databases, Active Directory, collaboration tools, etc.) and network connectivity.

Position is primarily remote with occasional travel to customer site in Bethesda, MD as needed. Upon hire the candidate will be required to travel onsite to pick up equipment.

Responsibilities:

• Respond to requests for help, via the phone and web
• Diagnose and resolve technical hardware and software issues
• Open, track, and close trouble tickets
• Provide excellent ticket documentation
• Research questions using available resources
• Advise user on appropriate action
• Follow the NIH IT Service Desk Standard Operating Procedure (SOP)
• Escalate incidents and problems to the appropriate group
• Stay current with Bulletin Boards, Hot News, and system changes
• Suggest training needs and opportunities
• Suggest knowledge needs and opportunities for the IT Solutions Center (ITSC)
• Promote teamwork and skill sharing
• Learn the NIH customer and operating environment
• Learn ITIL best-practices as currently adopted by the customer

Required Skills:

• Minimum 1 year of experience in Customer Service and/or Service Desk with strong customer service skills
• HS diploma/GED and minimum of one year relevant experience
• Experience troubleshooting and supporting the following technologies in a professional environment - Email, Microsoft O365, VPN (preferably Cisco AnyConnect), Active Directory, Basic Network / Internet Connectivity (basic command lines, check for IP)
• Experience supporting Windows and Mac Operating Systems
• Experience troubleshooting Mobile Devices (e.g. iOS and/or Android)
• Must have active HDI Support Center Analyst Certification or ability to obtain within one year of hire date

Desired Skills:

• 508 Telecommunication Services
• Central Email Service (CES)
• Conference Room Design and Support
• Content Management System (CMS) Service
• HHS Federated Messaging Services
• Instant Messaging Services
• Secure Email/File Transfer
• Voicemail Services
• Web Collaboration
• Excellent problem-solving skills
• Attention to detail

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The likely hourly rate for this position is between $21.20 - $31.80, this is not, however, a guarantee of compensation or salary; rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

View information about benefits and our total rewards program.

About Our Work

We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.

COVID-19 Vaccination

GDIT does not have a vaccination mandate applicable to all employees. To protect the health and safety of its employees and to comply with customer requirements, however, GDIT may require employees in certain positions to be fully vaccinated against COVID-19. Vaccination requirements will depend on the status of the federal contractor mandate and customer site requirements.

GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.